Service level agreements as a contributor to TQM goals

Abstract

Service level agreements (SLAs) are informal contracts agreed between supplier and user of a service. Defines the performance required of the service and puts in place measurement mechanisms whereby actual performance against targets can be monitored. Through placing emphasis on closer communication between customer and supplier and providing objective measures of actual performance against targets, the adoption of SLAs can provide a significant contribution to an organization’s pursuit of TQM goals. Outlines the SLA process and illustrates benefits which accrue through the adoption of SLAs.

Citation

Parish, R.J. (1997), "Service level agreements as a contributor to TQM goals", Logistics Information Management, Vol. 10 No. 6, pp. 284-288. https://doi.org/10.1108/09576059710187410